Guest Service Representative

Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family!

Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality. 

General Accountability:

• Provide the highest quality of service to the customer at all times
• Promptly and effectively handle guest complaints and requests
• Check guests in and out efficiently and in a friendly manner
• Post guest charges and compute guest bills collect payment and make change for hotel   guests
• Follow all cash handling procedures as required
• Handle guest mail and messages per established procedures
• Develop a thorough knowledge of room locations room rates amenities and selling strategies
• Take reservations on property
• Block rooms and handle special requests
• Monitor room availability
• Handle safe deposit boxes used by guests per established procedures
• Keep lobby and desk area clean and presentable
• Have a thorough knowledge of emergency and security procedures
• Offer and properly handle requests for wake-up calls
• Ensure all rooms are check in property and a valid and working form of payment is collected
• Communicate with incoming staff and management by logging pertinent information in the pass on log
• Keep maintenance informed of all maintenance needs
• Must wear proper uniform at all times in accordance with Standards
• Participate in any sales lead generator (will vary by property)

Specific Essential Tasks/Duties:

• Must be able to complete all required training in timely manner as required by the brand
• Participate in daily and weekly team meetings
• Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
• Process guest arrivals and departures including all necessary payments.
• Handle & coordinate room assignments and pre-arrivals.
• Handle guests concerns.
• Offer referral for services and handle requests for information.
• Handle and store guest luggage.
• Assist with the check-in and check-out of groups and tours
• Answer switchboard with standards of proper telephone etiquette
• Communicate with housekeeping on any issues guest request early arrivals late departures
• Perform all duties as indicated in the shift checklist report
• Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate and culture.
• Must be able to work varying shifts and time schedules as needed (days nights weekends and holidays).

Behaviors

Preferred

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Preferred

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Goal Completion: Inspired to perform well by the completion of tasks
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Self-Starter: Inspired to perform without outside help

General Notes

• This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
• Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
• If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
• The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.

Marriott International begins as an A&W Root Beer franchise in Washington, D.C., in May 1927. Founders J. Willard and Alice Sheets Marriott get their business started by quenching people’s thirst during the hot, muggy summers in Washington, D.C. The business is named Hot Shoppes when the menu expands, and good food and service at fair prices become guiding principles as the company grows.

Salary

Benefits

Job Type